To Whom It May Concern:
It has now got to the point, in reference to my Orange Unlimited Broadband package, that I can no longer deal with the incompetence and lies to which I have been subjected to when calling 08700102462, in the ‘hope’ of resolving a fault.
I have been trying to resolve a problem with my Broadband speed for five weeks now, contacting the call centre in India about twenty times, to no avail. Each time I call, at my expense, I receive the same script and absolutely no assistance or attempt to resolve the problem whatsoever.
The first time I called I was requested to conduct a line test via ‘Think Broadband’, and then to submit the results to the person who received the call. The speed test came through with a result of 0.4mbps for download and 0.2mbps for upload. The call centre employee divulged/confirmed that I should be getting speeds of about 6mbps (I signed up to the unlimited broadband package with speeds ‘up to 8mb’); about 6,000 times quicker than what I am receiving! On confirmation of my unacceptable speeds he then informed me that they will have a technical person carry out a line test and for me to call back in 24-48 hours. Subsequently I called back 48 hours later to be told that there was a fault on the line and to call back again in 24 hours. As requested I called back a day later to be told this time that the call had been closed, for no reason, and with absolutely no attempt to fix the problem.
It is from this point on that I have been spun the same lies/script each and everytime I have called. I am either told that the computers are down and they cannot look at my account and to call back, that they will do a line test and to call back, or something along these lines; all of which are both an attempt to get rid off me and to get me to call back to spend yet more time on the phone to increase your revenue from premium rate phone calls. Not only do I have to spend money on the phone trying to get Orange to resolve a problem that is clearly down to being a poor service provider, but I also have to pay an extra £20 a month for competely unaceptable broadband/call centre service aswell! Each and everytime I call ends up with me putting the phone down angry and frustrated, something that Orange, as a company, has caused from incompetence and inablilty to deliver.
Each time I have called is listed on your customer call centre database so I do not expect to be told that Orange was unaware of this problem. The phone number that my account is registered to is 01273 7xxxxx.
The final straw has finally been reached from the last two times I have called. The first instance I received yet more of the same script and contradictory misinformation, along with the usual “I appreciate you have a problem”. However, this time I asked to speak to a manager as it is quite apparent that the first point of contact in your Indian call centres can do nothing but look at a computer screen and read back the information. The person I originally spoke to said it would take 3-5 mins to speak to the manager; after 5 mins the same person came back on the line and told me that it would take another 3-5mins to transfer a call! How I am expected to believe these lies. When challenged about this he then changed his mind and said that it would 3-5mins for the manager to look at my account, something he said was being done during the first 3-5min period. So more lies, and more attempts to keep me on the phone paying for the call as long as possible. After agreeing to wait while the manager checked my details ‘again’ the phone went on hold. I then waited on hold for 20 minutes until I had to hang up due to the extortionate cost of the call. It is quite apparent to me that no-one had any intention of dealing with my issue. This is absolute robbery, Orange has a stranglehold on any current customers and proceed to take advantage of this by doing absolutely nothing to resolve problems but letting customers persistently call premium rate numbers, using every trick in the book to prolong phone calls or get customers to call back.
The second, and last instance, came last night at which point I feel I can do no more to resolve this problem through the ‘correct’ channels.
I once again dialled the call centre in India (my broadband speeds are now 0.2mbps for download and 0.1mbps for upload!!!) and after going through the usual spool of dialogue was told that Orange are conducting a nationwide ‘speed test’ starting last week and going on for two weeks. She told me that is why I am receiving slow speeds currently. When I challenged her on the fact that my problem has being going on for five weeks she just kept telling the same thing about the speed test, except she increased the time to a duration of Three weeks and then finally four weeks. This is blatant lies, how can you keep changing supposed facts and expect me to believe anything. Orange are taking their customers for fools, these people in the call centres cannot think and do not understand reason. If a problem has been going on for five weeks how can you say the cause of it is something that only started one week ago. Again, no care to resolve the problem, just more attempts to put me off and call back.
So it is from here that I feel I can only go through the complaints procedure, internally through Orange, and externally from third party regulatory bodies. When will Orange take heed of their customer requirements, fundamentally, providing the service that they advertise and their customers pay for?
I am currently not seeking to change ISP’s and demanding a MAC code, I just want my broadband to work as it should and not have to deal with the incompetence and lies from the call centres. Naturally, I expect to hear from you in the very near future and for my connection speed to be resolved asap.
Sincerely,
Christian Hunt
Email:
Last edited by Christian1976 on Wed Nov 07, 2007 2:59 pm; edited 1 time in total _________________ Christian
Currently at work, will be home in an hour or so and can post more definitive stats then but as of last night I did a speed test through Think Broadband and results came back as 0.2mbps for download and 0.1mbps for upload. Hope this helps.
The above speedtest results are showing 16mb for the first and 8mb for the second. The third,via Thinkbroadband is showing 3mb. Hmmmm. Is this usual? I haven't had results above 1mb for 5 weeks.
Those results are not normal, for ADSL Max or similar systems (LLU) you cannot go over 8 meg. Sounds like that test is either cache'ing data or simply using one of the round up speed tests that can give some odd results.
Try the BT speedtest as suggested and see what results that gives.
I input my telephone number when requested for the BT speedtest. then went on to request username for additional verification but not sure what this is supposed to be. I put in my Orange email address but that did not work. Can you advise?
I used a generalisation such as:
Your username includes everything after the '@' symbol in your email address. If your email address is john@yourname.orangehome.co.uk, then you should connect to the Internet with the username yourname.orangehome.co.uk. You may also have a username similar to:
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